Q1. Observe the daily operation of hospitality serveces at Hong Kong Disneyland Hotel and within the Theme Park.
Hong Kong Disneyland Resort with 310 acres located on Lantau Island, is a world-class family entertainment destination inspired by the first Disneyland park in California. The resort including an magical theme park and two luxurious hotels.
Theme Park
Within the theme park, there are seven different lands including:
- Adventureland
- Fantasyland
- Grizzly Gulch
- Main Street, U.S.A.
- Mystic Point
- Tomorrowland
- Toy Story Land
Asides from these different attractions, the park also provides Disney character greetings, theatre shows, dining and shopping.There are several departments help the management teams to operate the park everyday.
Attractions
They are the one who welcome the guests to the park and provide park informations. Also, they provide Disney characters greetings and parade show for greeting customers.
Specialty stores
They provide sales service for customers to purchase souvenirs inside the parks. Also they have to deal with the daily operations of the stores including stocking, merchandising requisition, staffing etc. in order to enhance the efficiency of the stores’ operation. In additional, they may carry out magical games in store to entertain customers too.Custodial
This department take care the cleaning and hygiene of the whole park. In order to provide a clean and comfortable park for Disney customers, Disney emphasis a lot on cleaning jobs. Aside from dealing daily cleaning on road, staff will also carry out magical moment during their work just like using coffee water or flowers to draw or create a picture on road.Transportation
The park provide shuttles services for customers to travel between hotels and the park. Also, there are staff near the entrance to provide useful transportation or other attraction places information to the customers.
Lifeguard
They are responsible for safety environment within the park. Before entering the park, they have to check every customers’ bag to ensure that no dangerous stuff are brought in by anyone. Also, they assist any lost issue within the park as well as the discipline.
Photo Imaging
They provide photo taking services in park. They locate at every hot shooting point within the park as well as the places where Disney characters appeared. Also, they provide printing services after the shooting in-game.
Food and beverage
They are responsible for the daily operations of the restaurant and food stores in park. They provide dining places and services for customers.
Engineering
They manage all the operations of the games within the park to make sure that all games are operating in a safety conditions.
Administration Management
They assist the daily operations of the park and provide supportive management for every departments. These may include human resources, financing, IT etc.
Hotels
While for hotels, there are two luxurious hotels including:
Hong Kong Disneyland Hotel (Grand victorian elegance)
Disney’s Hollywood Hotel (Hollywood style family fun)
There are several departments in the hotels management in order to facilitate the daily operations in the hotels.
Guest service
They are the one who firstly meet up the guests in the hotel with escorting them to the front desk and assist guests with their luggage. They also provide storage services to the guests.
Front Office
It is the nerve centre of the hotel which assist the guests to check-in or check-out. Also they manage the guest cycle to maintain the conditions of room. They offer services such as handling mail,messages, local information too.
Security
They are responsible for providing guest safety and loss prevention within the hotels area. They assist all lost related stuff in the hotels.
Housekeeping
They handle all the cleaning jobs within the hotels. They clean up all the public areas and guest rooms. Also they will carry out inventory control to ensure the quantity of guest rooms needs.
Food and Beverage
They provide in-room services and hotel restaurant dinning to in come guests. Also, they assist the Disney Characters to meet up with guest inside the restaurant to provide a magical moment to them.
Administration
Similar to the operation in the theme park, they assist the daily operations of the hotels and provide supportive management for every departments. These include human resources, financing, IT ,marketing and sales etc.
Q2. Explore the fun facts and challenges of the industry, through real-life case sharing and interaction with Cast Members in the Resort.
Hong Kong Disneyland aim at providing magical moments to all the guest from the world. In order to do this, Disneyland have done a lots in order to provide various magical moments to different guests. But of course, they always face different challenges too.
Every staff in Disneyland park have Disney Characters' stickers. They often distribute the stickers to guest to cheering them. Sometime this really work especially when kid is crying or feeling upset. As all kids entering Disneyland would like to have a memorable magical day with Disney characters. It will be very pity if they leave Disney with tears. Therefore, once the cast member meet up with crying kids, they will give out stickers to them saying that'Hey! You see! Mickey is on your body now! OH! Woody is kissing your face! ' Then kids will be attracted without time to cry.
An other case happened in the hotel that is, a mother forgot to book the birthday cake for her son on his birthday. As Disneyland really do not want the kids to feel disappointed, they try their best to cheer the kid even the real cake is not possible to be prepared. The staff first tried to use towel to make a fake cake and told him that 'This is a long-lasting cake which u can have it in every second!' And they tired to let the kid to have a chance to make his own cake by using the buffet cakes. Although the son couldn't have a real birthday cake, but still he had a fun time on his birthday in Disney hotel.
However, it is hard to satisfy all wants from different guests. Therefore, not every time can be a fun moment. Sometime, guests may argue with each other because of queuing issue. This may affect others in the park too. Therefore, the cast members have to handle it in a smart and efficient way without bothering others guests. Also, guests may violate some rules in the park such as smoking in an inappropriate area, eating or standing during the game etc. All these are challenges to the cast members and the park as any warning or reminders may ruin the magical moment of the guest. Therefore, i believe that satisfy different guest needs in this magical place without ruining any moments is the most challenging thing in Disneyland.
Q3. Understand the service keys and operation basics in the world-class resort.
As a world-class resort, they provided qualitified services according to four quality standard.
- Safety is the number one pripority for the resort.
- They are all responsible for the safety of their guests and the fellow cast members
2. Courtesy
- They always recognize the diverse nature of their guests
- Respecting, appreaciating and valuing everyone and acknowledging the importance of every guest as an individual
- Be polite
3. Show
- Their cast member are always ready to deliever flawless and professional presentations everyday
- They always try their best to maintain a clean, neat and organized work location
4. Efficientcy
- They work together as a team mand keep lines of comunication open
- It is believed that fulfilling the above first 3 service keys can lead to the success of efficientcy.
Moreover, the cast member of the resort have the same hospitality mindset. They are serving their customer with heart by achieving below elements:
- Patient
- Attentive
- Apporachale
- Polite
- Knowledgeable
- Helpful
Q4. Discover the Disney Difference through interactive games and discussion.
Branding Strategy
Disney resort is not only theme park and hotel, but also many cartoon characters, movies, and games. They are souls of Disney. Most people go to the resort because the complex to those characters, such as Mickey Mouse, Snow White, which people can enjoy the moments with them and the satisfactions to enter into a fantastic world. 
In addition, Disney resort makes full use of the branding and insert the elements of its movies and cartoon characters. Take its hotel as an example, customers can find many cartoon elements in rooms, such as the head of Mickey Mouse and Seven Dwarfs, even on the carpets.
Shows and entertainment
Show is one of the four keys of Disney and also the most attractiveness of the park. Almost every day, there are parades (shows) and fireworks, which makes Disney quite different from general theme parks. In addition, customers can finds small operas in the park as a part of entertainment. The topics of operas are about the cartoon, movie and games that Disney developed.
Employee Training
The staff in Disney is special compared with other resorts with theme parks. There are unique and specific duties for different positions. In the theme park, there are staffs who are responsible for show, like staff playing cartoon characters and people who do firework, and also the staff to educate and play with children. The hotel we visited classifies the reception personnel into two levels and gives them relative training to provide better service to different group of customers. Disney conducts employee training to each position, which is contributed to the prefect customer experiences in every small tache.
Q5. Establish positive values and a Guest-orientated mindset, which is required in excelling within the hospitality industry.
Besides, there are seven service guidelines. First, be happy make eye contact and smile. Second, be like sneezy, greet and welcome each and every guest. Spread the spirit of Hospitality. Third, don’t be bashful seek out guest contact. Forth, be like doc provide immediate service recovery. Fifth, don’t be grumpy always display appropriated body language all times. Sixth, be like sleepy create dreams and preserve the magical guest experience. Seventh, don’t be dopey, thank each and every guest.
We can find that Disneyland Resort always keep in mind that they provide service from the guest-orientated and they show the positive value of hospitality management. Because Disneyland hotel is a family hotel, they want to make the consumers feel at home and provide service to the whole family. Disneyland show the positive attitude during the whole operation and service process to let the consumers has an unforgettable memory.
Reflection:
The visit to Disneyland was eye opening. We were deeply impressed with Disney's attentiveness. Therewere hidden disney's characters everywhere in the both in the theme park and the hotels. Moreover, after the guiding tours, we are now well known with their four service keys, which are safety, courtesy, show and efficiency. We visited the hotel lobby, font office, restaurant, theme park and etc. All the four service keys can be well explained in each part of the resort. Therefore, apart from enjoying the facilities in the theme park, we can also understand more about the their hospitality standard behind in this visit. Last but not least, the one who guided us are very kind and well-prepared, we did not know it is her first tour until the end of our visit.
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